You're managing multiple service interruptions. How do you decide which client to prioritize?

1 Assess Impact

In the face of service interruptions, assessing the impact on each client is your first step. Determine how the outage affects their business operations. Is it halting production, affecting safety, or just a minor inconvenience? Prioritize restoring services to those clients who are experiencing the most severe operational disruptions. This approach ensures that you address the most critical situations first, reducing the potential for significant financial loss or harm.

2 Review SLAs

Next, review the service level agreements you have with each client. These contracts specify the expected level of service and the response times for outages. Clients with higher-tier SLAs often pay more for quicker response times and may have contractual penalties in place for service interruptions. Prioritizing these clients not only aligns with your contractual obligations but also maintains trust and business relationships.

5 Triage Effectively

Effective triage involves making quick decisions about which clients to prioritize based on the severity of the impact, SLA requirements, and strategic importance. You may need to allocate resources differently or bring in additional support to handle multiple outages simultaneously. Remember that efficient triage is about making the best use of limited resources to achieve the greatest overall benefit.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?